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Program Manager, Office Relocation Services
2 months ago
The Northwest Center @ Amazon team excels in a fast-paced corporate atmosphere, providing outstanding 5-star customer service across multiple program divisions. The Move Ambassador Team is integral in orchestrating the internal office relocation process. They partner with vendors to facilitate corporate moves, guide the client's point of contact through each phase of the transition, and act as the primary resource for all facets of the relocation. Their proficiency guarantees seamless and effective transitions, upholding high standards of service and communication throughout the entire journey.
As the Program Manager, Office Relocation Services, you will oversee the team responsible for managing Moves, Adds, and Changes (MAC) services throughout the Amazon campus. In this capacity, you will lead and nurture your staff, concentrating on their professional development and growth, while managing recruitment, performance evaluation, and employee relations. You will establish clear performance objectives, track progress against targets, and provide coaching to ensure your team's success and preparedness for future opportunities. Your leadership will be vital in sustaining high standards and cultivating a positive, growth-oriented workplace.
What You Will Do
Team Leadership
- Deliver management, daily direction, and guidance to the Move Ambassador team.
- Oversee employee development through the establishment of personalized goals and the formulation of training plans to ensure that team members meet set objectives.
- Ensure staff performance aligns with all procedures, processes, and policies.
- Conduct corrective discussions with employees regarding performance as necessary, including follow-up actions.
- Manage the interviewing, hiring, and termination processes in collaboration with Human Resources.
- Contribute to a positive work environment that promotes talent retention.
- Build trust, influence, and manage relationships with diverse team members at all levels, leveraging these relationships to enhance delivery and facilitate connections with stakeholders across the organization.
- Collaborate across the organization with various job levels and departments.
- Encourage a spirit of teamwork and unity among team members, allowing for constructive disagreement and swift conflict resolution.
- Ensure program service level agreements and operational standards are met or surpassed, including staffing levels, email response times, and overall customer satisfaction.
- Define and closely monitor daily service levels and overall KPIs, including qualitative measures.
- Facilitate change management activities with cross-functional team members and stakeholders to ensure understanding and adoption of new initiatives.
- Drive a complex program across multiple stakeholders, maintaining and nurturing client relationships.
- Identify potential challenges and opportunities within the programs, understanding the root causes of issues and their impacts on the program and the customer served. Collaborate with key stakeholders to implement timely solutions.
- Deliver engaging presentations and effectively communicate information, data, or reports to diverse audiences.
- Design reports, support dashboards, and analyze data to track activity.
- Lead and participate in additional projects as assigned.
- Act as a liaison between Northwest Center, Amazon, and other vendors, ensuring continuity and ongoing improvement of relationships with various Amazon Teams to enhance the Amazon brand experience.
- Provide elevated customer support for Amazon employees and vendor partners.
- Partner with the Lead to manage escalated situations during the relocation process.
- Bachelor's Degree or equivalent combination of education and experience.
- Minimum 4 years of customer service or administrative support experience.
- 2+ years of experience in a leadership role.
- Minimum 2+ years' experience with project or program management, or business operations.
- Commitment to Northwest Center's mission of inclusion and ability to thrive in a diverse environment.
- Detail-oriented and thorough, with the ability to see the 'big picture.'
- Passionate about fostering an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
- Exercises good judgment in areas of responsibility and identifies alternative solutions to problems or situations.
- Regularly seeks new and improved methodologies for enhancing organizational effectiveness, employing creativity in the application of duties and responsibilities.
- Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
- May need to transport supplies to other buildings.
- This role involves a combination of desk work and active visits to several Amazon buildings, requiring the ability to walk consistently within a 1.5-mile radius.
- Variable working hours, with availability to work a flexible schedule to meet business needs, including early arrivals, late departures on short notice, and occasional evening and weekend shifts.
- Ability to read, write, speak, and comprehend the English language.
- Ability to see both distance and details at close range, with or without corrective lenses.
- Ability to identify and understand the speech of another person, with or without a personal auditory hearing device.
- This is a dog-friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.
At Northwest Center, we do not just accept diversity and inclusion - we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion toward a day when people of all abilities can learn and work together.
We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans' status.
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